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Desktop Support
Location: Onsite (Madison, WI)
Employment Type: Contract
Duration: Through End of Year (tentative)
Position Overview
We are seeking a Desktop Support professional to provide hands-on technical support in a fast-paced enterprise environment. This role focuses on supporting end users with hardware, software, and connectivity issues while delivering excellent customer service. The position requires a strong onsite presence to assist employees directly, troubleshoot devices, and support daily IT operations.
The ideal candidate will have experience supporting Windows-based environments, Microsoft technologies, and end-user computing devices. Success in this role requires strong troubleshooting skills, effective communication, and a customer-first mindset.
Key Responsibilities
- Provide in-person technical support for end users experiencing hardware or software issues.
- Troubleshoot and resolve desktop, laptop, operating system, and application-related problems.
- Support Microsoft 365 applications and collaboration tools.
- Assist with user account management and access-related issues.
- Configure, deploy, maintain, and troubleshoot end-user devices.
- Diagnose and resolve VPN connectivity and remote access issues.
- Support device imaging, software deployment, and system updates.
- Document issues, resolutions, and technical procedures within the ticketing system.
- Collaborate with other IT team members to resolve escalated issues.
- Provide exceptional customer service while supporting users across the organization.
Required Qualifications
- Experience providing desktop or technical support in a corporate environment.
- Strong customer service and interpersonal communication skills.
- Hands-on experience supporting:
- Microsoft Windows 11
- Microsoft 365 (Office 365)
- Active Directory / Azure Active Directory
- SCCM (Microsoft Endpoint Configuration Manager)
- VPN connectivity and troubleshooting
- Dell desktop and laptop hardware
- BIOS configuration and troubleshooting
- Microsoft Teams, OneDrive, and SharePoint
- Basic understanding of networking concepts and troubleshooting.
- Ability to diagnose and resolve technical issues independently.
Preferred Qualifications
- Experience with ticketing systems such as Cherwell or ServiceNow.
- Experience supporting Citrix environments.
- Familiarity with LogMeIn Rescue or similar remote support tools.
- Experience with endpoint patch management solutions.
- Audio/Visual (AV) support experience.
- Experience supporting Apple iPhone and iPad devices.
- MacOS support experience.
Top Skills
- Desktop Support
- Windows 11 Administration
- Microsoft 365 Support
- Active Directory / Azure AD
- SCCM
- Troubleshooting & Root Cause Analysis
- Customer Service
- VPN Support
- Hardware Support
- Endpoint Management
Tools & Technologies
- Microsoft Windows 11
- Microsoft 365
- Azure Active Directory / Active Directory
- SCCM
- Microsoft Teams
- OneDrive
- SharePoint
- VPN Technologies
- Cherwell (preferred)
- Citrix (preferred)
- LogMeIn Rescue (preferred)
Education & Certifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
- Relevant technical certifications are a plus (CompTIA A+, Microsoft certifications, etc.).
KBMAD071526.DSK_1784129770